Technical Support Engineer (Outsourcing)

Interact Technology Solutions -
Maadi, CairoPosted 3 years ago

65Applicants for1 open position

Job Details

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Receive end-user calls
Log the end-user calls through the customer’s internal ticketing system
Acting as the single point of communication for users & the IT department for all IT-related requests.
Answer emergency and non-emergency calls from 09:00am to 10:00pm and document important information. In addition, dispatch the ticket queue.
Respond to any issues and follow-up by coordinating with the appropriate departments or field units.
Coordinating and working closely with all operating teams
Identify potential problems or outages in a timely manner.
Address problems and requests by transmitting information or providing solutions
Providing resolution to level one.
Alerting management when necessary for high visibility and critical issues.
Maintaining documentation for all Service Desk and end-user processes and procedures.
Fielding inquiries/problems and providing updates to all users on the progress and completion of requests.
Following-up with users and technicians until the issue is resolved.
Working with all levels of users.
Creation of service tickets and service requests for technical support staff and create regular issues log analyses

Familiar with the following:

Desktop operating systems, Active Directory, MS SCCM, MS exchange console, print server, and AV console.
Various software applications and basic hardware for the PC
Principles of network systems
MCP Microsoft certified professional
Basic understanding of electrical safety procedure
Customer Service oriented in the financial field.
Ability to be a good listener and to really understand a customer problem or question and help them solve it.